FREQUENTLY ASKED QUESTIONS
The purchase of products through the LAFUENTE LORENZO SA gateway allows the following forms of payment:
- Payment by debit or credit card (VISA, MAESTRO and MASTERCARD) through a virtual POS.
- Payment by Bank Transfer.
To use the credit card through a virtual POS, the buyer must fill out a form indicating the name of the owner of the card, type of card, expiration date of the card and security code.
LAFUENTE LORENZO SA does not have access to the bank details linked to the means of payment and does not know or record these data during the payment transaction.
To finalize the purchase, the user must enter the “FINISH PURCHASE” page where they can modify any selected product or delete it if they wish.
The User must ensure that the selected items that appear on the screen are the ones they wish to buy and then select the one corresponding to the shipping address from the listed geographical areas. At this point the total price of the selected products and the shipping costs generated are shown. On this screen you can also apply a discount coupon if you have one, which will update the total purchase.
At this point it is important to clearly include the shipping information, a contact telephone number, and the CIF or DNI if the shipment leaves Spain. In this section, the user may include useful information that they consider necessary for the messenger.
If the User wants the billing address to be different from the shipping address, he must check the box “My billing address is different from the delivery address” and fill in the corresponding information.
In the next phase of the purchase process, the User must select the payment method. At this time, the exact amount to be paid is indicated to the User again, resulting from adding the price of the products and the shipping costs, net of any promotional discount.
Following the link “MAKE ORDER”, the User will be taken to the selected payment gateway. Once the payment has been processed correctly, the order will be processed automatically, confirming the order information on the screen and sending an email to the user confirming the operation.
We only ship products to Spain, Germany, Belgium, France, Greece, France, Italy, Luxembourg, the Netherlands, Portugal and the US (only wine).
The purchase of products in lafuente.es is subject to the payment of shipping costs at the buyer’s expense.
Shipping costs will depend on the destination and weight of the products purchased. In any case, the actual shipping costs will be detailed throughout the purchase process and the buyer will have the possibility to review these costs before finalizing their purchase.
In national shipments to Ceuta, Melilla or the Canary Islands, the customer must take into account additional customs costs that will be borne by him.
The information on delivery times is estimated and referred to in working days. The order will be managed within a maximum period of 24 working hours from the date of payment, except for specific cases in which more days are necessary to prepare the order. Deliveries in Spain are made in 1-2 business days. International shipments are 3-4 business days.
LAFUENTE LORENZO SA is not responsible for the delay of the order within the estimated delivery time, since it is carried out by a company outside LAFUENTE LORENZO SA. The client must indicate to the carrier, at the time of delivery and on the delivery note any irregularity in the order (breakages, lack of merchandise, wrong products), in the event that a subsequent claim is made LAFUENTE will not be responsible. In the event of a claim from the client, LAFUENTE could request additional information about this (images), which should be sent via email to [email protected]
LAFUENTE LORENZO SA is in charge of the management of breakages in cases of claims or breakages prior to the delivery of the order.
The order will be delivered to the address designated by the customer in the order form, as long as it is within the aforementioned delivery area.
In the absence of the recipient and whenever possible, a passing note will be left with the necessary information to arrange a new delivery at the recipient’s address or the necessary instructions for the recipient to pick up the product at a certain place. In any case, after 7 days from the last delivery attempt without the order having been delivered, it will be returned to origin proceeding to terminate the contract.
The order will be delivered in the shortest possible time and ideally within the estimated delivery time, always before 30 calendar days from the order confirmation. The estimated delivery time in the order is informative, not contractual. In the event that 30 calendar days is exceeded, the customer may cancel the order at no cost and receive a full refund.
Deliveries will be made on weekdays, from Monday to Friday, not holidays, and during business hours, from 9am to 9pm.
Express deliveries in 2 hours are only available in the city of Barcelona. This type of shipment is only allowed on the opening days of the Johann Sebastian Bach store from 9 am to 1 pm and from 4:30 pm to 7:30 pm, except holidays. On Saturdays from January to September, both included, the schedule will only be in the morning from 9am to 1pm.
Outside these hours you can choose the other forms of delivery.
This type of express delivery can only be made as long as everything you buy is physically in the Johann Sebastian Bach store, which is where these types of orders will come from. Therefore, if we see that we do not have the demanded product, we will notify the client indicating that they will not be able to have a delivery in 2 hours.
Orders can be canceled at no cost until the moment the shipment is processed. If the request for cancellation of the order arrives once it is already prepared, it will be considered a return. Returns can be made up to 14 calendar days following the date of receipt of the product. To accept the return, the product must meet the following specifications:
- Returns of products that have been opened, manipulated or exposed to inappropriate conditions will not be accepted.
- It is mandatory to return the products in their original packaging, properly protected and in perfect condition for their subsequent sale..
- Returns of any package that lacks the following identification elements will not be accepted: name, surname, shipping address and order number.
- A copy of the proof of purchase and the delivery note of the products must be included in the package, which also indicates the products returned and the reason for the return.
To exercise your right of withdrawal, you must notify us at the email address [email protected], indicating the identification, the email used for the purchase and the order number.
Returns that have not been previously notified will not be accepted.
The return of merchandise will give rise to the refund of the full amount in the same way that the payment was made.
The shipping costs and the rest of the procedures associated with the return of the product will be borne by the customer. In addition, it will be responsible for any damage, damage or injury suffered by the product in the return process. In the event that the order arrives in the wrong or in bad condition, due to transportation, LAFUENTE LORENZO SA will be responsible for all shipping costs, taking into account that the merchandise has not been used, altered or manipulated and in the case If you require it, we will resend the order again or we will refund the full amount in the same way that the payment was made. You will also take care of the return and subsequent shipping costs.
There is no refund in the cases contemplated in article 103 of Royal Legislative Decree 1/2007 of November 16, which approves the Consolidated Text of the General Law for the Defense of Consumers and Users. In an enumerative but non-limiting way, the return does not fit in the case of personalized or perishable products, without prejudice to the foregoing. In case of doubt, contact LAFUENTE, via email [email protected] or by calling 932011513.